Get iTunes on iOS, Android, Mac, and Windows

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

The CX Cast®
Forrester

Management

4.7, 23 Ratings

Research-based guidance on how to manage customer experience (CX) at any organization — an imperative that Forrester has been researching for over 20 years. Each week, Forrester analysts discuss key findings from their latest research on CX; analyze relevant topics in the news; or chat with CX professionals about how they’ve overcome prevalent challenges managing CX in their organizations.

219: Evaluate And Adjust Your VoC Program To During COVID-19 (R)

It is more crucial now than ever to stay in-tune with your customers, but how to manage a customer feedback program during a crisis can be difficult and confusing. The bottom line: You will have to adapt your approach. In this episode, Senior CX Analyst Faith Adams joins us to discuss customer feedback programs, including how critical they are, how to approach them the right way, and what processes you can put in place to ensure future customer feedback program success.

Click the titles below for more on this topic:

* BLOG: Evaluate And Adjust Your VoC Program To Improve CX During COVID-19

* BLOG: Three Steps To Improving Customer Experience In The Middle Of The COVID-19 Pandemic

224: Bringing CX And Marketing Together At CX North America

Often CX and marketing teams are at odds with each other — they are working in opposites directions, ignoring each other, or squabbling over territory. Ironically, in the fracas, they missed a golden opportunity: Many of the skills that one group lacked, the other had in spades. In this episode, VP Group Director, Melissa Parrish, gives a preview of what’s to come from Forrester’s CX North America Forum.

223: Let Customer Emotions Influence Your CX Strategy

COVID-19 is certainly taking an emotional toll on consumers and current consumer sentiment will influence imminent behavior. In this episode, Senior Analyst, Anjali Lai, shares her findings from her framework, Forrester’s Consumer Energy Index, and helps answer the question: How can being in tune with your customers’ emotions positively change your brand’s strategy?

222: Steps Companies Are Taking In Response To COVID-19

The COVID-19 pandemic is straining economies and individuals alike. Companies must take advantage of this opportunity to think creatively about how they operate. In this episode, Senior Analyst, Judy Weader, shares with us different ways companies are adjusting their policies and procedures and three points that can help you get started with your company’s response to COVID-19.

Click the titles below for more on this topic:

* How 29 Companies Adjusted Policies To Help Customers During The COVID-19 Outbreak

* Blog: Steps Companies Are Taking Now To Help Their Customers Through The Crisis

221: Establish, Extend, And Elevate Your Design Measurement Approach

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. But to lock in and sustain these benefits, you need to systematize your design measurement practice. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: How do you approach building and establishing design measurement into your design process?

220: Five Best Practices For Measuring Business Impact Of Design

Measuring the impact of design is critical so that design teams can prove their value internally, scale up, and elevate their strategic influence. In this episode, Principal Analyst, Gina Bhawalkar, joins us to answer the question: What steps can companies take to measure the business impact of experience design? The complexity of this topic and wealth of examples led to a long episode, so we’ve included an episode guide to the key discussion points below:

* 00:00: Why do you need to measure the impact of design?

* 8:30: What hinders measurement efforts today, and what is “metric phobia”?

* 11:00: How can organizations overcome measurement hurdles today?

* 14:30: What are the five best practices to create a design measurement plan?